AR Collections Supervisor

ROLE OVERVIEW
Fanatics Commerce is seeking an experienced and results-driven AR Collections Supervisor to provide operational leadership across the Accounts Receivable Collections organization within the Invoice-to-Cash (ITC) function, overseeing a team of AR Collections Analysts and offshore/shared services associates responsible for assigned customer portfolios. This role is accountable for collection performance, aging and portfolio risk, escalation management, and consistent adherence to established processes, partnering closely with Sales, Finance, Customer Service, and Operations to resolve escalated account issues and mitigate financial risk. The AR Collections Supervisor delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

HOW WILL YOU DRIVE IMPACT
Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

Team & Leadership Impact (Build Championship Teams)

Cross-Functional Leadership:

• Partner with Sales, Customer Service, Billing, Deductions, Finance, and Operations to remove barriers to collection and ensure timely resolution of customer issues, driving alignment across the Invoice-to-Cash function.

• Participate in customer and internal escalation meetings to drive resolution of overdue balances and complex account issues, engaging subject matter experts and cross-functional stakeholders as needed.

• Support the effective integration and performance of offshore/shared services teams through ongoing communication, knowledge transfer, performance monitoring, and issue resolution.

People Leadership:

• Provide day-to-day supervision and operational oversight of AR Collections Analysts and offshore/shared services teams, establishing clear priorities, action plans, and accountability for results.

• Deliver coaching, feedback, training, and development to AR Collections Analysts to strengthen performance, technical capability, and individual accountability.

• Hold team members and shared services partners accountable for timely follow-up, accurate documentation, and adherence to established processes using standardized templates and reporting tools consistently across portfolio reviews and escalations.

Fan & Customer Impact (Obsessed with Fans)

• Provide oversight and direction on complex account reconciliations, disputes, deductions, payment discrepancies, and customer escalations, ensuring timely and professional resolution that protects customer relationships.

• Establish clear priorities and action plans ensuring appropriate team focus on high-value, high-risk, and delinquent customer accounts, including large retailers and strategic account relationships.

• Review significant collection risks, customer disputes, payment issues, and potential bad debt exposure, escalating to AR leadership with root cause analysis and a recommended resolution rather than an unresolved issue.

• Foster a culture of ownership, accountability, collaboration, urgency, and continuous improvement across the Collections organization to deliver consistent and reliable service to customers and internal partners.

Innovation & Problem Solving (Limitless Entrepreneurial Spirit)

• Identify recurring process gaps, operational inefficiencies, and root causes impacting collection performance, and partner with leadership and cross-functional teams to implement improvements.

• Use standardized organizational templates, documentation practices, and root cause analysis frameworks to bring discipline and consistency to every escalation and portfolio review.

• Leverage data, aging reports, dashboards, and collection activity metrics to proactively identify risk, surface trends, and build informed action plans that drive performance improvement.

• Support month-end and quarter-end collection activities, audit requests, and reporting requirements, contributing to continuous improvement of Invoice-to-Cash operations and processes.

Ownership & Execution (Determined & Relentless Mindset)

• Own collection performance against KPIs and service-level expectations, including delinquency reduction, aging performance, and collection effectiveness, reporting results and portfolio risk to AR leadership on a regular cadence.

• Monitor aging reports, dashboards, and collection activity to identify risk and trends, translating data into prioritized actions and accountable follow-through across the team.

• Monitor adherence to collection procedures, internal controls, documentation requirements, and established service-level agreements, ensuring consistent execution across onshore and offshore teams.

• Conduct regular portfolio and performance reviews with analysts and shared services teams to evaluate results, address barriers, and establish follow-up actions that drive measurable outcomes.

AI & DIGITAL CAPABILITY
We are building a future-ready organization. This role is expected to:
• Apply AI and technology to improve efficiency, quality, and outcomes

• Use data and digital tools to inform decisions and enhance performance

• Demonstrate curiosity and adaptability in adopting new technologies and ways of working

• Contribute to a culture of innovation and continuous improvement

CAPABILITIES & EXPERIENCE YOU BRING
Required Qualifications:

• Minimum 5+ years of Accounts Receivable, B2B Collections, Credit & Collections, or related Invoice-to-Cash experience in a high-volume environment, with previous experience directly supervising an AR or Collections team required.

• Strong understanding of B2B collections, aging management, account reconciliation, disputes, deductions, unapplied cash, and customer account resolution, with demonstrated ability to manage performance through KPIs, aging analysis, portfolio reviews, and corrective action plans.

• Experience managing complex customer portfolios involving large retailers, strategic accounts, or high-value customer relationships, with exposure to offshore/shared services team oversight strongly preferred.

• Strong analytical skills with the ability to identify trends, evaluate risk, and translate data into actionable priorities and performance improvement plans.

• Strong Microsoft Excel skills including PivotTables, VLOOKUP/XLOOKUP, filtering, formulas, and data analysis; experience with Dynamics 365, Oracle Fusion, Salesforce, NetSuite, or similar ERP/CRM platforms preferred.

• Demonstrated ability to coach employees, address performance gaps, and establish clear expectations and accountability in a fast-paced, high-volume environment.

• Excellent verbal and written communication skills with the ability to interact professionally with customers, cross-functional partners, shared services teams, and all levels of management.

Education:

• Bachelor's degree in Accounting, Finance, Business, Economics, or related field preferred.

WORK LOCATION

Hybrid: The primary place of performance of this role is the Company's office located in Tampa, FL subject to the Company's current hybrid work policy. This role currently requires in-office presence Tuesday, Wednesday, Thursday.